Call Centre Agent

About the role

Madre Integrated Engineering is hiring a full-time Call Centre Agent in Doha, reporting to the Call Centre Supervisor or Team Leader. The agent handles inbound and outbound customer calls, answers inquiries, provides solutions and aims for a high level of customer satisfaction. The role suits someone with good communication skills and the ability to work in a fast-paced environment.

Key responsibilities

• Handle incoming customer calls and respond to inquiries promptly and professionally.
• Make outbound calls for follow-ups, customer feedback or promotional activities as required.
• Maintain accurate records of customer interactions, transactions, comments and complaints.
• Resolve customer issues or escalate them to the appropriate department.
• Provide information on products, services, policies and procedures.
• Meet individual and team targets such as call handling time, resolution rates and customer satisfaction.
• Follow company policies, procedures and quality standards, and help improve service delivery.

Required profile

• Minimum high school diploma; a bachelor's degree is preferred.
• Previous call centre or customer service experience is an advantage.
• Excellent verbal and written English; knowledge of Arabic is a plus.
• Ability to work under pressure and handle difficult situations professionally.

Required skills

• Proficiency with computers, call centre software and CRM systems.
• Strong problem-solving and interpersonal skills.

What we offer

• Competitive salary and performance-based incentives.
• Health insurance and other statutory benefits under Qatari labour law.
• Professional development and training opportunities.

Working conditions include shift-based work, including weekends and public holidays if required, and an office-based setting with occasional training or team meetings.